Outreach and Intake Specialist

KRA Corporation•Medina, OH

7d•$19 - $24

About The Position

The Outreach and Intake Specialist connects individuals with workforce services and resources through community outreach and customer engagement. The role assists customers with enrollment, screens them for WIOA program eligibility, ensures required documentation is collected and accurately recorded, and provides administrative support for efficient program operations and a positive customer experience. The Specialist provides information and assistance in person, virtually, and by telephone; coordinates appointments and outreach; engages referred customers; and helps connect customers with appropriate staff and partner agencies. The role also involves supporting customers with barriers or during crises, maintaining confidentiality and respectful boundaries, and working with a culturally diverse customer base. The position requires community travel and outreach.

Requirements

High school diploma or equivalent.
At least two years of post-secondary education at an accredited college or university and two years of experience undertaking outreach activities; additional years of outreach or sales-services experience may substitute for education.
Valid state driver’s license.
Superior oral and written communication skills.
Strong interpersonal and staff-management skills.
Strong customer service, organizational skills, and attention to detail.
Ability to cultivate and manage high-quality stakeholder relationships and work with a diverse workforce.
Ability to exercise discretion and maintain confidentiality.
Self-starter committed to completing tasks in a timely manner.
Personal computer literacy, including effective use of the Internet, email, and Microsoft Office (Word, Excel, Teams, and Outlook), and ability to learn and efficiently use case management software.
Ability to meet and/or exceed goals and objectives.
Excellent interpersonal, project-management, time-management, customer-service, organizational, and oral and written communication skills.
Ability to work independently with focus, be task-oriented and non-judgmental, and maintain appropriate personal boundaries.
Ability to work in a fast-paced environment and with a culturally diverse customer base in a culturally sensitive and appropriate manner.
Ability to work with customers during times of crisis.

Responsibilities

Greet customers and provide their first one-on-one contact and information.
Screen customers to determine eligibility for the WIOA program.
Upload eligibility documents into the state case management system using the correct naming convention.
Schedule intake appointments, coordinate outreach activities, and perform computer and data-entry functions.
Provide detailed information about services in person, virtually, and/or by telephone.
Follow up on no-show appointments.
Escort or direct customers to appropriate areas for testing, counseling, and resource room activities; transfer files to a Career Coach once eligibility is established.
Initiate contact with referred customers and encourage them to engage with the Provider and participate in mandated work activities, making repeated engagement attempts as needed.
Share information about outreach and engagement efforts with Career Services staff.
Inform Career Coaches of barriers that may affect customers’ ability to engage fully with the Provider.
Contact unemployment claimants by email and phone.
Edit the disposition list.
Refer customers with barriers to appropriate partner agencies, ensure a release of information is on file, and follow up with the partner agency.
Work respectfully and compassionately with customers, including individuals experiencing crises, while maintaining appropriate boundaries.
Travel and conduct outreach in the community.
Perform other duties as assigned.